Support Analyst II - Learning Platform
Support Analyst II - Learning Platform
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Salary Not Disclosed
1 Vacancy
Job Description
Nelnet Business Services (NBS) a division of Nelnet Inc. provides payment technology education services and learning management solutions to education and faithbased organizations serving more than 1300 higher education institutions 11500 K12 schools 3500 churches and millions of individual students families and supporters across the globe. Our culture of service enables us to form longlasting and trusted partnerships while our focus on creativity and innovative solutions empowers our customer communities to thrive.
As a Nelnet company the perks at NBS go beyond our benefits package. Youre part of a community invested in you as an individual and united by our mission to create opportunities for people where they live learn and work.
The Support Analyst I provides technical assistance and followup on client questions problems or malfunctions of NBS application systems and/or software (applications may include: Enterprise K12 and Higher Ed Grant & Aid FACTS SIS Learning and/or other systems as required). This position also provides instruction and assistance using more technical functions of the system such as data integration. (The existing customer support structures handle assistance with basic system functions and configuration.This position offers a hybrid work option out of our Overland Park KS office. Nelnet values flexibility and understands the importance of worklife integration. Our hybrid work environment allows associates to work remotely for part of the week while also fostering collaboration and team connection through inoffice presence three days a week.
JOB RESPONSIBILITIES:
- Performs issue intake via phone email instant messenger ticketing and system alerts
Provides Tier II technical support for NBS developed applications and systems
Provides helpful courteous and timely customer service
Interprets evaluates and resolves (where possible) inquiries pertaining to the use of NBS application software as appropriate
Analyzes simple to complex inquiries and determines appropriate solutions when possible
Works with developers network technicians and other personnel when needed to resolve customer inquiries and issues
Alerts supervisors and team members when major issues are suspected
Documents and tracks status of clients inquiries and coordinates appropriate response
Performs follow up to ensure that inquiries were resolved in a timely manner
Assists with testing as needed
EDUCATION:
1. Degree in Information Systems or related discipline or equivalent experience.
EXPERIENCE:
1. Experience in presenting complex concepts to individuals and groups is desired.
COMPETENCIES SKILLS/KNOWLEDGE/ABILITIES:
1. Strong analytical and communications skills.
2. Sound judgment.
3. Ability to work effectively with clients and technical staff both inside and outside NBS.
4. Ability to interpret technical subjects and use technical troubleshooting skills and tools.
5. Working knowledge of general networking concepts and devices.
6. Proficient in running intermediate DB queries in SQL.
7. Proficiency in the following tasks: individual transaction research analysis and resolution of server connection errors and EOD file creation errors.
8. Ability to determine appropriate resolution for failures of credit card settlement jobs.
9. Willingness and ability to learn about NBS products and systems.
10. Strong record in collaborating with other teams showing initiative peer development and personal dependability.
Our benefits package includes medical dental vision HSA and FSA generous earned time off 401K/student loan repayment life insurance & AD&D insurance employee assistance program employee stock purchase program tuition reimbursement performancebased incentive pay short and longterm disability and a robust wellness program. Click here to learn more about our benefits: LINK.
Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race color religion/creed national origin gender sex marital status age disability use of a guide dog or service animal sexual orientation military/veteran status or any other status protected by federal state or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.
Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting ator.
Nelnet is a Drug Free and Tobacco Free Workplace.
Required Experience:
IC
Employment Type
Full-Time
